E006: Jess Cervellon, Feastables | Redefining Customer Experience in Ecommerce | CX Strategies to Improve Retention, Personalization, and Growth

Jess Cervellon, VP of Feastables, host of the Oopsie Podcast, and a DTC consultant, dropped the holy grail of scaling a DTC brand through CX in this one. CX is a hell of a lot more than just customer support. Blake and Jess delve into the nitty-gritty of CX in e-commerce, showcasing its far-reaching impacts beyond just customer support.
Throughout the episode, Jess shares her insights on why companies should shift from short-term promotions to building genuine customer relationships, a key driver of business success. Their discussion also illuminates the intertwined nature of CX and customer retention, sparking a debate on the pros and cons of having the CX leader oversee retention strategy.
Hear Jess's compelling story about a personalized shopping experience at Gucci that triggered an impromptu purchase, underlining the importance of understanding your customer. They further discuss inventive approaches like data-informed marketing and conversational SMS campaigns to deepen customer engagement.
Armed with vast DTC consulting experience and her own pod, Oopsie the Podcast, Jess highlights emerging trends and key takeaways shaping today's CX landscape. So, if you're eager to learn about the transformative power of CX in e-commerce, don't miss this enlightening discussion about building business success through stronger customer connections.
Catch the full episode recap and exclusive content over at https://www.getcarro.com/podcast
This episode is brought to you cost-free by Carro, the #1 collaborative commerce platform for DTCs best brands. Get started for free at https://www.getcarro.com/Connect with Jess CervellonWeb - https://jesscervellon.com/Mentor Pass - https://www.mentorpass.co/me/jesscervellonLinkedIn - https://www.linkedin.com/in/jess-cervellon/Oopsie Podcast - https://www.oopsiepodcast.co/
Connect with Blake ImperlLinkedIn - https://www.linkedin.com/in/blakeimperl
Chapters(00:00:00) Episode Overview and Introduction(00:01:04) Understanding the Importance of Customer Experience (CX)(00:02:45) Exploring CX Beyond Customer Support(00:05:04) The Role of CX in Business and Unveiling Customer Behavior Insights(00:07:58) Leveraging Data-Driven Insights and Feedback Loops(00:10:18) How to Communicate Insights Effectively(00:11:48) Emphasizing the Importance of Data and Cross-Functional Collaboration(00:13:03) The Intersection of CX and Retention(00:15:40) Discussing the Role of Retention and CX Leaders(00:19:08) Importance of Personalization and Making Customers Feel Special(00:25:12) Building Two-Way Conversations and Scaling Relationships(00:28:18) Unveiling the Value of Self-Service Subscription Programs(00:31:14) Exploring the Potential of Conversational SMS Marketing(00:31:29) Implementing Personalization Strategies for DTC Brands(00:31:43) Leveraging Data and Surveys in Personalization(00:32:26) Discussing the Future of Conversational Marketing(00:38:55) Understanding the Importance of Personalization and Two-Way Conversations(00:39:13) Benefits of Seamless Subscription Programs(00:39:36) Personalization at Manscaped and Other Brands(00:40:46) Valuing Subscription Users and Enhancing the Customer Experience(00:41:22) Recognizing Themes in